Complaints

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  Comcast Corporation

  1701 John F Kennedy Blvd Philadelphia, PA 19103-2838

• 

  Comcast Corporation

  PO Box 6505 Chelmsford, MA 01824-0905

• 

  Comcast, Inc.

  2121 Inkster Rd Inkster, MI 48141-1865

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  Comcast, Inc.

  12 S Huron St Ypsilanti, MI 48197-5488

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  Comcast, Inc.

  27160 Telegraph Rd Flat Rock, MI 48134-1659

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had Xfinity for 2 years once I purchased my house in 2021. Towards the end of my contract a thief of my lawnmower and attempted car break in occurred. My lawn mower was stolen at night and due to the terrible quality of the camera as well as not having night vision, law enforcement wasn't able to identify the thief or the direction in which they went. After this occurrence I purchased a ring flood light which has a light and sound alert for any intruders. When the attempted car break occurred, thankfully, due to ring camera and sound feature as well as my doors being locked, they weren't successful. At this point I was beyond frustrated with Xfinity. I expressed my dissatisfaction, but it fell to deaf ears.( I have text messages with a local manager who completely ignored my complaints) Xfinity didnt care about their system failures to my safety all they wanted was my money. I trusted Xfinity not only with my home but my life. I have been notified by the credit bureau that Xfinity sent me to collections for $279. I believe after having services for two years with numerous unplanned outages (with no compensation) and horrible quality visibility on cameras and customer service via phone and in person. This balance should be removed, as well as the collection on my credit report. Xfinity reporting this to my credit report not once but now twice since I brought my situation to the ************************ as well as City of Boston Consumer Affairs seems like a retaliation tactic. But now through yet another collection agency. Which doesnt reflect or represent me well at all, especially being a single black female first time head of household, it dropped my credit score significantly. I tried to dispute and wasn't successful. This situation is making it difficult to get resources to maintain my house especially in this financial climate we are experiencing. I have more to say but character count is limited.

  Business Response

  Date: 09/03/2024

  September 3, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       *********************
              *******************************
              *******************
  
              Case Number:                      22169848
              Date of Notice:             August 20, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced rebuttal complaint submitted to the H33373**635**3**13639H by ********************* regarding H313131393**030**3137H service.
  
  I made several attempts to contact ************** via telephone and email. I was unable to reach ************** and ************** has not contacted me back regarding the complaint. Without contact with **************, we are unable to address any concerns.
  
  On July 17, 2024, I spoke with **************, and she stated her lawnmower was stolen and her car was attempted to be broken into and her H313131393**030**3137H Cameras did not make a sound, or an alarm and she could not see clearly due to poor quality and/or lack of night vision, and she is requesting her current balance be waived due to those concerns. Due to the time that has passed since the account was disconnected on April 15, 2023, I am unable to adequately investigate the camera concern or claims. I educated **************** on the functions our outdoor cameras provide, and they do not set off alarms or function like other 3rd party cameras she compared them to. I advised ************** the H313131393**030**3137H Home Security system protects the home and whats inside the home via sensors and motion detectors. I advised **************** items outside her home such as her lawn equipment and vehicle are not covered by her alarm system and referred her to her renters/homeowners insurance and car insurance for her lawnmower and vehicle loss/concern.

  **************** requested her final balance on her account be waived due to the incident involving her lawn mower and vehicle outside her home, I denied the credit request as personal property loss is not covered by H313131393**030**3137H and the charges on her account are related to services rendered from August 2022, through April *******. The account billing history shows her balance was never paid in full and she had a roll over balance month over month until the account was disconnected on April 15th, 2023. I apologize for any inconvenience that may have caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ******************
  H313131393**030**3137H Home *** Technician

  H313131393**030**3137H Home Licenses:AK: ******; AL: ******, ****** Complaints may be directed to the ********************************* of Licensure, **************************************************************************************, **************; AR: ****** Regulated by the Department of Arkansas State Police, ******************************************************, **************; AZ: ROC ******, BTR 18287-0; **: CSLB ******, ACO 7118 ************* operators are licensed and regulated by the Bureau of Security and *********************** Department of Consumer Affairs, ***************************************************, ***********************; CT: ELC 0189754-C5; DE: FAL-0299,FAC-0293, SSPS ******; FL: EF0000921,EF20001002, EF0001095; GA: LVU406303,LVU406264, LVU406190, LVU406354; IA: C*****2,AS- 2276; ID: ******; IL: PACA 127-001503; LA: F1691; MA: SS-******; MD: 21PLU-SS1128; ME: LM50017039; MI: **********; MN: TS674412; MS:15018010; MT: PSP-ELS-LIC-*****; NC: 2335-CSA, **************************************************,***************; **: Burglar and Fire Alarm Business Lic. #**BF00047700; NM: ******; NV: *******; **: licensed by the ***************** of State ***********; OH: LIC# **-89-1732; OK: AC440704; OR: CCB ******; RI: 1398; SC: BAC-1**97,FAC-*****; TN: ACL 1597, ACL 1604; **: ACR-*******,-1818, B16922, B02571 Licensed by the Texas Department of ************************************* P.O. **************************, **************; UT: 8226921-6501; VA: **********, DCJS *******; VT: ES-*****; **: COMCABS892DS; **********, **: ECS ******, BBL ************; WV: WV049211; WY: LV-G-48708.Valid 3/1/24.

   

  Customer Answer

  Date: 09/03/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22169848
  
  I am rejecting this response because: I dont have any voicemails or communication from Xfinity since July 17, 2024. Im not sure what number they attempted to call. When I  was last called on July 17, 2024 the representative was very condescending and lacked understanding to my situation that was caused by Xfinity lack of communication in store. As many know when you go into their stores they arent transparent about service quality they lack due to wanting you to get the service.Hearing other with similar experience as myself makes its worst to know they continue to abuse the consumers. I have new internet carrier and security since leaving Xfinity havent experienced any unexpected outages or quality issues. Honestly havent even had to contact them for anything yet.

  
  Regards,
  
  *********************
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:08/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Charged for equipment I never wanted. Didn't realize it was a monthly fee. Asked for refund since i never used it kept getting excuses, told to talk to other departments etc. I demand a refund for the entire time you illegally charged me for said equipment. You cannot force this on people. Now you are harassing me with late fees after canceling service?! Unacceptable!!!

  Business Response

  Date: 09/03/2024

  
  September 3, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:*****************************
  **********************************************************************************
  
  Case Number:22169807
  Date of Notice:August 20, 2024
   
  Dear Sir/*****:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ***************************** regarding Xfinity service.
  
  On August 28, 2024, I spoke with Mr. ******** and confirmed Mr. ******** was previously subscribed to a 12-month agreement for the Performance Internet package, which included Performance Internet.  ********** services and modem are not included in the package price. This package was effective December 17, 2021, and expired on December 17, 2022. The package included a 24-month promotional discount effective December 17, 2021, and expired on December 18, 2023, at which time, retail rates applied.
  
  I informed Mr. ********, our records reflect when Mr. ******** transferred services on May 10, 2024. The Flex equipment (cable box) was removed, and a X1 inactive cable box fee was added, which resulted in the disputed equipment charges. This reflected on the July 6, 2022, billing statement. ******************** did not return the disputed equipment until June 23, 2024, when services were disconnected.
  
  On August 28, 2024, a credit was applied to the account, for the equipment fee concerns. This credit will reflect the September 23, 2024, billing statement. ******************** was educated on the remaining refund on the account and options to redeem the refund via email. We will follow up with Mr. ******** to ensure receipt of the refund. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at *************.
  
  Sincerely,
  
  
  ********************
  Executive Customer Relations
  
  

• Initial Complaint

  Date:08/20/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Comcast Customer Support, My name is *******, and my account number is *******************. I am writing to address an ongoing issue with missing credits on my account. I was promised several credits totaling nearly $300 by various representatives during chat sessions. Each time, I was assured these credits would be applied within 24 to 48 hours, but this has not occurred. I have repeatedly contacted customer support, and while I have received some credits, they are unrelated to the missing credits discussed. I have attached the relevant chat conversations for your reference. Please review the attached information and apply the promised credits to my account as soon as possible. Thank you for your attention to this matter. Sincerely, ******* Above is the original message I sent to cooperate, they are saying they did review and denied me credits. They have no reason to do so. As I expressed in others email if they are allowing **** to make false promises and lie to customer thats a bad reflection of ********************/**********************

  Business Response

  Date: 08/23/2024

   
  August 23, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***************************
  
  , GA 30518
  
  Case Number:22169308
  Date of Notice:August 20, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by Mr. *************************** regarding Xfinity service. 
  
  On August 22, 2024, I began corresponding via email with Mr. ****** regarding his concerns. Our investigation was unable to locate a record of a credit being promised and approved for the account. A credit to the account is not warranted and has been respectfully denied. 
  
  The account does reflect a history of receiving excessive credit monthly. Any future credit to the account will require approval and any credit not warranted and approved will be reversed. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me **************.
  
  Sincerely,
  
  Queen Q.
  Executive Customer Relations
  **************
  
  

• Initial Complaint

  Date:08/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 2024,, Claim #******* Xfinity;/Comcast Cable ****************************** Comcast Cable damaged electrial lines to lawn sprinkler system during installation of TV cable causing charges of $241.20. Attempted to recover said amount since ****** resulting in at least six telephone conversations to third world countries. Received acknowledgements "working on damage claim", Acknowledgement stating your claim, will receive $40.00 credit, another reply stating a $100.00 credit is forthcoming". After almost five months No refunds or credit has been receive.I am also sending this information to the Attorrney General consumer protection division , *********, Md.

  Business Response

  Date: 09/20/2024

  September 20, 2024
  
  
  BBB of ******************* & ********************
  *****************************************************************************
  *********************
  
  Re:       ******* *******
              ***************************
              Ocean Pines, MD 21811
  
              Case Number:                      22169248
              Date of Notice:             August 20, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ******* ******* regarding Xfinity Service.
  
  Our records indicate partial credits have been applied to the account for Ms. ******** damage claim. On July 22, 2024, a partial credit was applied to the account. On July 23, 2024,partial credits were applied to the account. The credits reflected on the July 26, 2024, billing statement.
  
  On August 23, 2024, I spoke with Mr. ******* and a credit was applied to the account for the remaining disputed amount. The credit reflected on the August 26, 2024, billing statement. I apologize for any inconvenience that may have been experienced while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ******* *.
  Executive Customer Relations
  

  Customer Answer

  Date: 09/26/2024

  Complaint has been resolved.

   

  ******* *******

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need a payment arrangement and to lower my bill I work from home and I do not understand how mu bills got so high

  Business Response

  Date: 08/27/2024

  August 27, 2024
  
  
  BBB of ******************* & ********************
  ******************************************************************************************
  **********************
  
  Re:       *************************
              *********************************
              ******, CO 80249
  
              Case Number:                            22169236
              Date of Notice:                          August 20, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************* regarding Xfinity service.
  
  Upon receipt of the complaint, an account review was conducted. Xfinity records show that on August 17, 2024, services were disconnected for non-payment. On August 21, 2024, a payment arrangement was made on the account. For this arrangement, **************** agreed to pay the past due balance on the account by the agreed date of August 29, 2024. A scheduled payment has been placed on the account for this amount and this date. However, records show that ******************** services were not reactivated at this time.
  
  On August 26, 2024, I spoke with **************** and assisted her by reactivating her services and confirming the above information. I apologized for any inconvenience and overall experience while attempting to resolve this matter and provided a courtesy credit to waive the reactivation fees associated with reactivating these services.This credit will appear on the September 14, 2024, billing statement.
  
  Our records indicate that *************** is currently subscribed to *********** and Connect More Internet at the regular retail rate with an Xfi Complete modem rental fee. In addition to the core services, **************** was subscribed to the Starz, MGM+, MAX, and Showtime premium channels. She is also being charged an inactive voice equipment fee,due to **************** having an unreturned modem in her possession.Other equipment,taxes and fees are not included in package price.
  
  I assisted **************** by processing a change of service to remove Starz and MGM+, and to downgrade Xfi complete to the regular equipment rental rate. **************** confirmed that she does have the unreturned modem in her possession, and I provided information about how it could be returned.
  
  **************** can visit us at any Xfinity Retail Store or *** Store, or she can initiate a return online and send equipment back with a prepaid *** shipping label. More in-depth information on these three options can be found at: xfinity.com/support/articles/returning-your-equipment.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************
  
  Sincerely,
  
  
  **************
  Executive Customer Relations
  

• Initial Complaint

  Date:08/20/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a comcast/xfinity customer for 20+ years and decided after my bill increasing quite consistently and the trouble to get in contact with a representative, I was going to leave and go to T-Mobile where I have cell phone service. I gave xfinity plenty of time when I cancelled and they are trying to send me a bill for two months of service.Also, approximately five years ago I returned any equipment I had to the merriville Indiana location and I had been using my own router. Now Im getting billed 120 for equipment. Yesterday, they tried contacting my daughter, ********************* with a different account number and address threatening to send her to collections when her bill is current. It is impossible to get into contact with anyone here and thats one of the reasons I left them.

  Business Response

  Date: 09/06/2024

  
  September 6, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re: *************************************
  ***********************************************************
  
  Case Number:22169014
  Date of Notice:August 20, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by ************************************* regarding Xfinity service. 
  
  On August 22, 2024, I corresponded via email with **************************** regarding a billing explanation. Our records indicate that on June 20, 2024, **************************** requested to disconnect her account. The disconnection was completed on June 30, 2024, with a stop billing date of June 20, 2024. The disconnection generated a credit prorate for services billed from June 20, 2024, through August 1, 2024, which reflected on the July 1, 2024, billing statement. 
  
  On July 30, 2024, the account was billed for an unreturned Flex streaming box which reflected on the August 1, 2024, billing statement. Our records indicate that on May 23, 2024, an order was created for a Getting Started Kit with a Flex streaming box, but the equipment was never shipped to ****************************. On August 22, 2024, the equipment was removed from the account and placed in a lost status and the unreturned equipment fee was reversed. The fee reversal was reflected on the September 1, 2024, billing statement. 
  
  Our records indicate that the account was billed for Additional Usage after exceeding the 1.2 TB Data Plan which increased the amount due for multiple statements. Additional Usage charges were reflected on the December 25, 2023, January 25, 2024, February 25, 2024, March 25, 2024, April 25, 2024, and May 25, 2024, billing statements. These charges are valid. Our records indicate that account was at least one billing cycle behind beginning with the April 25, 2024, billing statement. A late fee is applied if the balance due is not received by the billing due date or the full balance is not received. The late fees applied on the May 25, 2024, and June 25, 2024, billing statements are valid charges. 
  
  Our records indicate that the last payment was received on April 21, 2024, through automatic payment for the March 25, 2024, statement balance. The payment was reflected on the April 25, 2024, billing statement. On May 11, 2024, **************************** opted out of automatic payments using Xfinity My Account balance. The balance due reflected on the July 1, 2024, billing statement reflects services rendered from April 2, 2024, through June 20, 2024. On August 19, 2024, the balance due was charged off to third party collections after payment was not received. Proof of payment is necessary to clear the account balance and cease collections attempts. Please be advised that the billing is accurate. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  Queen Q.
  Executive Customer Relations
  

• Initial Complaint

  Date:08/20/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After review of my recent credit report I noticed that there is a derogatory account noted. I noticed that it was in reference to *********************** for $64. I was contacted a year ago stating that I owed equipment return to Xfinity. However, I never used their equipment but rather my own router purchased from Amazon. In fact, I had difficulty setting up the equipment and had a xfinity tech come out and install to which I paid for. ******* contacted me regarding the matter and gave me their email to send supporting documents from xfinity stating that I did not owe any further monies. I have requested the Sunrise speak to their client. They have refused. As it stands now, this derogatory record has lowered my credit score drastically.I am seeking the assistance of Xfinity to fix this issue with Sunrise as they are unresponsive and combative. I do not owe money to Xfinity. See the attached confirmations from a customer representative via chat along with a copy of the email sent to Sunrise recovery on March 2024.

  Business Response

  Date: 08/29/2024

  August 29, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:       Chesse Dore
              ***************************
              ***********, MD 21060
  
                  Case Number:                      22168819
              Date of Notice:             August 19, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *************** regarding Xfinity service.
  
  On August 26, 2024, I spoke with ************ regarding a billing concern. Our records indicate that ************ began service at the Lachlan Circle address with an account number ending in 5186 on July 16, 2022. On July 29, 2022, ************ received a Xfinity Flex Video streaming TV box. On July 18, 2023, ************ attempted to transfer services to another address with an account number ending in 2272. On August 8, 2023, the pending transfer was cancelled. Services were never started for the account ending in 2272.
  
  *********** requested that the account ending in 5186 be disconnected on August *******. On August 17, 2024, the account was disconnected and backdated with an effective stop billing date of July 28, 2023. This reflected on the August ******* billing statement that reflected a balance owed.
  
  On September 17, 2023, an unreturned equipment charge for the Xfinity Flex Video streaming TV box was applied to the account. This reflected on the September 17, 2023 billing statement. There is no record of the equipment being returned and the account was not charged for an unreturned modem.
  
  On September 26, 2023, the account was charged off to collections for the unpaid balance. The unpaid balance owed included service charges through July 27, 2023 and the unreturned equipment charge. This reflected on the September 27, 2023 billing statement.
  
  On August 26, 2024, a courtesy credit was applied to the account for the unreturned equipment charge. The equipment was also removed from the account that same day as a courtesy. The account reflects a final balance owed that is valid for services rendered. Payment or proof of payment is required to clear the account and prevent further collection activity. ************ has been advised that the information listed on her credit report is accurate. The credit may not reflect on a billing statement as the account is disconnected. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ****************
  Executive Customer Relations

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a customer with **********************. I have been experiencing weekly Internet outages with this company for two weeks now! I work from home and this is starting to affect my job! I have called and complained about this multiple times with no resolution. Xfinity claims to be enhancing the network in my area, but I NEVER see a crew from Xfinity out here working. I have went to all my neighbors also and they said they have only seen a crew working out here once! My question is, why does this keep happening. This is totally unacceptable business practices. There are a lot of people that work from home and relay on the internet! If we cant do our jobs effectively, how can we pay our bills . Xfinity expects to still get paid, but they are not providing reliable internet service! On the Xfinity customer forum, there are multiple complaints from customers concerning this very issue in other cities! I think there needs to be a thorough investigation on Xfinity as something is just not right about this!

  Business Response

  Date: 09/06/2024

  
  September 6, 2024
  
   
  BBB of ******************* & ********************
  ********************************************************************************************************************************************
  
  Re:***************************
  ************************************************************************************
  
  Case Number:22168693
  Date of Notice:August 20, 2024
  
  Dear *** or Madam:
  
  This letter is in response to the above-referenced complaint submitted to the Better Business Bureau by *************************** regarding Xfinity service.
  
  I made several attempts to contact **************** via telephone and e-mail. Although I was unable to reach ****************, a review was completed on the account. Our records indicate that there is no record of any service/trouble calls on the account. The equipment is online and within company specifications. Contact and access to the home would be needed to address any service issues in the home. 
  
  I reviewed the account and confirmed that the following outages may have affected ****************** service. On August 20, 2024, an interruption ticket was open for scheduled maintenance that was resolved on August 20, 2024, when the scheduled maintenance was completed. On August 21, 2024, an interruption ticket was open, where the cause was unknown and was resolved on August 21, 2024 as unknown. On August 22, 2024, an interruption ticket was open, where the cause was unknown and was resolved on August 22, 2024 as unknown. On August 26, 2024, an interruption ticket was open for an equipment adjustment and was resolved on August 26, 2024 as signal interruption complete. On August 30, 2024, an interruption ticket was open, where the cause was unknown and was resolved on August 30, 2024 as unknown. On September 2, 2024, an interruption ticket was open, where the cause was equipment error and was resolved on September 2, 2024 as manually switched to backup.
  
  On August 8, 2024, a credit was applied to the account for service issues, which reflected on the billing statement dated August 23, 2024. Further credit has been denied, as it is not justified at this time. I apologize for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust this letter provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at **************.
  
  Sincerely,
  
  
  ************
  Executive Customer Relations
  

• Initial Complaint

  Date:08/20/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Was told in order to lower Comcast tv contract would have to add Xfinity mobile which canceled on same day as order after changing mind. Called and chatted to cancel on 06/20. Did not accept phone attempted to be delivered. Was very clear to cancel. Received "line cancel confirmation" by email on 07/03, attached. Have disputed autopymt with ****** Want this acct closed & billing to stop. Am NOT using and have NOT accepted service.

  Business Response

  Date: 09/04/2024

  September 4, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  **********************
  
  Re:***********************
  ****************
  *******************
  
  Case Number:22168657
  Date of Notice:August 20, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity Mobile service.
  
  On August 23, 2024, I spoke with ****************** regarding a billing related concern. On June 20, 2024, the Xfinity Mobile services were started with order with a ******** moto g play, IMEI ending in 4966. 
  
  On June 26, 2024, the ***** tracking number was refused by ******************. On June 27, 2024, the return ***** tracking number was created and delivered to the Xfinity Mobile warehouse on July 2, 2024, and finalized return process on July 3, 2024. On July 3, 2024, the line was disconnected for the billing cycle June 27, 2024 through July 26, 2024, and generated a refund to the payment method from the order. On August 23, 2024, ****************** confirmed the funds were received. 
  
  On August 23, 2024, as a courtesy, I processed a refund to the payment method on file for the billing cycle June 27, 2024 through July 26, 2024. On August 24, 204, Xfinity Mobile received a dispute for the billing cycle June 27, 2024 through July 26, 2024. 
  
  Xfinity Mobile records show the refund processed on August 23, 2024, was fully processed to Ms. ******** credit card company on August 26, 2024. On August 30, 2024, as a courtesy, I applied an immediate credit to the disputed amount received on August 24, 2024, for the billing cycle June 27, 2024 through July 26, 2024. This credit application has brought the mobile account to a zero balance and in closed status. On September 1, 2024, I removed the payment method on file from the mobile account. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  I trust that this ****** provides your office with the information required for resolution in this matter. Should you have any questions or need additional information, please contact me at ********************************.
  
  Sincerely,
  
  
  ********************
  Xfinity Mobile Executive Resolutions
  

  Customer Answer

  Date: 09/05/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22168657
  
  I am rejecting this response because: as Xfinity has been notified through email on 09/05, no credit of $36.18 has been posted back to credit card #**** originally charged.  They have been good about email communication, unfortunately it is NOT resolved.
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/13/2024

  
  September 13, 2024
  
  
  BBB of ******************* & ********************
  ********************************************************************************************
  *********************
  
  Re:       ***********************
              ****************
              *********, ** 49242
  
              Case Number:                    ******** - Rebuttal
              Date of Notice:             September 6, 2024
  
  Dear Sir/Madam:
  
  This ****** is in response to the above-referenced complaint submitted to the Better Business Bureau by *********************** regarding Xfinity Mobile service.
  
  
  On September 6, 2024, I communicated with ****************** regarding a refund request. On September 6, 2024, another review was complete on the account. The same resolution was supplied and explained further. On August 23, 2024, as a courtesy,I processed a refund to the payment method on file for the billing cycle June 27, 2024 July 26, 2024. On August 24, 2024, Xfinity Mobile received a dispute for the billing cycle June 27, 2024 July 26, 2024.
  
  Xfinity Mobile records show the refund processed on August 23, 2024, fully processed to Ms. ******** credit card company on August 26, 2024. On August 30, 2024, as a courtesy, I applied an immediate credit to the disputed amount received on August 24, 2024, for the billing cycle June 27, 2024 July 26, 2024. This credit application has brought the mobile account to a zero balance and in closed status. On September 1, 2024, I removed the payment method on file from the mobile account. I apologized for any inconvenience that may have been caused while attempting to resolve this matter.
  
  Should you have any questions or need additional information, please contact me at *********************************.
  
  Sincerely,
  
  
  ********************
  Xfinity Mobile Executive Resolutions
  
  
  

  Customer Answer

  Date: 09/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  
  

• Initial Complaint

  Date:08/20/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started service back in February. I was instantly billed for the services before I accumulated actual usage and this account has been messed up since day one. Obviously they bill a month in advance. I am making my payments monthly I have also tried changing the due date now as of today my bill is $75.00 I just made a payment of $80.00 they are texting and emailing threatening to cut off my service because they keep charging me a late fee which isn't correct. Enclosed you will see a picture of where I have made a payment monthly they even got me to pay the late fee one time I won't fall for it again something needs to be done about this this is my second complaint since February of this year.

  Customer Answer

  Date: 08/27/2024

  I pay my bill monthly yet this company had the right to disconnect my service how is this fair as a consumer? They abruptly cut my service I want a refund or my service reinstated.

  Business Response

  Date: 08/29/2024

  August 29,
  2024
  
  BBB of Metro Washington DC & Eastern
  Pennsylvania
  1880 John F. Kennedy Blvd., Suite 1330
  Philadelphia, PA 19103
  
  Re:       ****** ********
              **** ******* *****
              Haughton, LA *****
  
                Case Number:                    ********
              Date of Notice:             August 20, 2024
  
  Dear
  Sir or Madam:
  
  This letter is in
  response to the above-referenced complaint submitted to the Better Business
  Bureau by ****** ******** regarding Xfinity
  service.
  
  On
  August 27, 2024, I spoke with *** ***** ******** regarding her billing
  concerns. I explained that on February
  9, 2024 the first billing statement issued for services billed from February 9,
  2024 through March 8, 2024, due on February 26, 2024.
  
  On March 5, 2024 a billing statement issued consisting
  of the unpaid balance for services billed from February 9, 2024 through March
  8, 2024, as well as new charges for services billed from March 9, 2024 through
  April 8, 2024. This statement included a late fee received on March 5, 2024. On
  March 7, 2024 a service adjustment credit was applied to the account. On March
  15, 2024 a payment was received and applied to the account. On March 20, 2024 a
  credit was applied to the account to cover the cost of the late fee received on
  March 5, 2024. The payment and credits received appeared on the April 5, 2024 billing
  statement.
  
  *** ******** consistently makes partial
  and/or late payments to the account. On July 5, 2024, a billing statement
  issued for the unpaid balance for services billed from May 9, 2024 through July
  8, 2024, as well new charges for services billed from July 9, 2024 through
  August 8, 2024. On July 19, 2024 a payment was applied to the account. This
  payment is reflected on the billing statement dated August 5, 2024 which issued
  for the unpaid balance for services billed from June 9, 2024 through August 8, 2024,
  as well as new charges for services billed from August 9, 2024 through
  September 8, 2024. This statement also included a late fee that was applied to
  the account on August 5, 2024.
  
  On August 16, 2024, a payment was received
  and applied to the account. After a thorough review, it has been determined
  that the account has been billed accurately for service and there are no
  billing errors and the remaining balance on the account was due on or before
  the payment due date of August 26, 2024.
  
  Xfinity offers customers the flexibility and
  management to request and choose their monthly due date. The due date change
  request can only be processed currently by the customer through the My Account
  section of www.comcast.com or through the Xfinity My Account mobile application
  and must be completed by the customer by using the primary Xfinity username and
  password. In order to be eligible for the due date change the account needs to
  be up to date with no past due balances and by changing the due dates will not
  generate a late fee to the account. After the request to change the due date is
  received, the progress of the request can be tracked online, and the new due
  date will take effect on the second bill after the due date change request is
  completed. Upon review, we have no record of *** ******** requesting or
  submitting a due date change request. An email was sent to Ms. Phillips with
  instructions on how to complete a date change request.
  
  On August 27, 2024 the account was
  disconnected due to nonpayment. Ms. Phillips declined to make a payment to
  restore service. The credit request was denied as it is not justified. I
  apologize for any inconvenience that may have been caused while attempting to
  resolve this matter.
  
  I trust this letter provides your office with
  the information required for resolution in this matter. Should you have any questions or need
  additional information, please contact me at ***** ********.
  
  Sincerely,
  
  
  Executive Customer Relations 

  Customer Answer

  Date: 08/29/2024

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  
  
   Complaint: ********
  
  
  
  I am rejecting this response because:
  
  As stated previously I am being charged late fees I stand firm in my decision and will not change my mind. They have a million dollar company and want to charge frivolous late fees I pay my bill but they demand I pay late fees and I'm not going to pay it. I did not get a credit when we had storms during the months of March, April and May. They won't credit it unless you call so therefore that $25 should go towards the fact I did not get credited for going without service due to the weather.

  
  
  
  Regards,
  
  
  
  ****** ********

  Customer Answer

  Date: 09/03/2024

  As of today the shut my service again for $25.00 that is there responsibility not mine as I have stated previously we had several outages back in April and May my account was never credited the $25.00 that this company is trying to hold me accountable for is unacceptable. I will fight this with everything because it's wrong.